{"id":"https://openalex.org/W2030650095","doi":"https://doi.org/10.4018/jegr.2013010102","title":"An Analytic Hierarchy Process for the Evaluation of E-Government Service Quality","display_name":"An Analytic Hierarchy Process for the Evaluation of E-Government Service Quality","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W2030650095","doi":"https://doi.org/10.4018/jegr.2013010102","mag":"2030650095"},"language":"en","primary_location":{"id":"doi:10.4018/jegr.2013010102","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jegr.2013010102","pdf_url":null,"source":{"id":"https://openalex.org/S118683372","display_name":"International Journal of Electronic Government Research","issn_l":"1548-3886","issn":["1548-3886","1548-3894"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Government Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5043645792","display_name":"Xenia Papadomichelaki","orcid":null},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Xenia Papadomichelaki","raw_affiliation_strings":["Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048949130","display_name":"Vicky Koutsouris","orcid":null},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Vicky Koutsouris","raw_affiliation_strings":["Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071040325","display_name":"Dimitrios Konstantinidis","orcid":"https://orcid.org/0000-0002-2428-367X"},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Dimitrios Konstantinidis","raw_affiliation_strings":["Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050638604","display_name":"Gregoris Mentzas","orcid":"https://orcid.org/0000-0002-3305-3796"},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Gregoris Mentzas","raw_affiliation_strings":["Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece"],"raw_orcid":"https://orcid.org/0000-0002-3305-3796","affiliations":[{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical & Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":7.8907,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.96873942,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"9","issue":"1","first_page":"19","last_page":"44"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9952999949455261,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9929999709129333,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/analytic-hierarchy-process","display_name":"Analytic hierarchy process","score":0.8781555891036987},{"id":"https://openalex.org/keywords/analytic-network-process","display_name":"Analytic network process","score":0.7971075773239136},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.6504034996032715},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.6284147500991821},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.6063265800476074},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6033636927604675},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5896076560020447},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5661895275115967},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5475782155990601},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.4584074318408966},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.4165423512458801},{"id":"https://openalex.org/keywords/management-science","display_name":"Management science","score":0.38429415225982666},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.36234891414642334},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.33556920289993286},{"id":"https://openalex.org/keywords/risk-analysis","display_name":"Risk analysis (engineering)","score":0.32896971702575684},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.20344513654708862},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.17078456282615662},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1617899239063263},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.14332816004753113}],"concepts":[{"id":"https://openalex.org/C87345402","wikidata":"https://www.wikidata.org/wiki/Q485202","display_name":"Analytic hierarchy process","level":2,"score":0.8781555891036987},{"id":"https://openalex.org/C176459437","wikidata":"https://www.wikidata.org/wiki/Q485190","display_name":"Analytic network process","level":3,"score":0.7971075773239136},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6504034996032715},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6284147500991821},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.6063265800476074},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6033636927604675},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5896076560020447},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5661895275115967},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5475782155990601},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4584074318408966},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4165423512458801},{"id":"https://openalex.org/C539667460","wikidata":"https://www.wikidata.org/wiki/Q2414942","display_name":"Management science","level":1,"score":0.38429415225982666},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.36234891414642334},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.33556920289993286},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.32896971702575684},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.20344513654708862},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.17078456282615662},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1617899239063263},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.14332816004753113},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/jegr.2013010102","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jegr.2013010102","pdf_url":null,"source":{"id":"https://openalex.org/S118683372","display_name":"International Journal of Electronic Government Research","issn_l":"1548-3886","issn":["1548-3886","1548-3894"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Government Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jegr00:v:9:y:2013:i:1:p:19-44","is_oa":false,"landing_page_url":"http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jegr.2013010102","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","score":0.7699999809265137,"id":"https://metadata.un.org/sdg/16"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":66,"referenced_works":["https://openalex.org/W1677861","https://openalex.org/W63341948","https://openalex.org/W163081951","https://openalex.org/W584036189","https://openalex.org/W585582522","https://openalex.org/W1537776530","https://openalex.org/W1542756834","https://openalex.org/W1574235309","https://openalex.org/W1667963402","https://openalex.org/W1689771227","https://openalex.org/W1822004825","https://openalex.org/W1866082859","https://openalex.org/W1877711111","https://openalex.org/W1878349233","https://openalex.org/W1965015011","https://openalex.org/W1973284417","https://openalex.org/W1975385385","https://openalex.org/W1977088281","https://openalex.org/W1988421166","https://openalex.org/W1993682792","https://openalex.org/W1995817465","https://openalex.org/W1996606444","https://openalex.org/W2000151453","https://openalex.org/W2008152906","https://openalex.org/W2009438746","https://openalex.org/W2012804245","https://openalex.org/W2017607647","https://openalex.org/W2018747943","https://openalex.org/W2020543762","https://openalex.org/W2020827191","https://openalex.org/W2024337382","https://openalex.org/W2030180774","https://openalex.org/W2034174716","https://openalex.org/W2042253289","https://openalex.org/W2043076498","https://openalex.org/W2057265858","https://openalex.org/W2059927669","https://openalex.org/W2066788670","https://openalex.org/W2072315474","https://openalex.org/W2078079639","https://openalex.org/W2082965966","https://openalex.org/W2087194825","https://openalex.org/W2088178370","https://openalex.org/W2091686279","https://openalex.org/W2095304465","https://openalex.org/W2095559693","https://openalex.org/W2099078684","https://openalex.org/W2102452191","https://openalex.org/W2105777173","https://openalex.org/W2109815990","https://openalex.org/W2114835777","https://openalex.org/W2126018931","https://openalex.org/W2126660240","https://openalex.org/W2140124912","https://openalex.org/W2140890354","https://openalex.org/W2143171258","https://openalex.org/W2144316784","https://openalex.org/W2149514894","https://openalex.org/W2151694441","https://openalex.org/W2164314549","https://openalex.org/W2166554164","https://openalex.org/W2330300460","https://openalex.org/W2585206336","https://openalex.org/W2915286776","https://openalex.org/W3123592212","https://openalex.org/W7001041514"],"related_works":["https://openalex.org/W2072645699","https://openalex.org/W2608665652","https://openalex.org/W3087508349","https://openalex.org/W120879505","https://openalex.org/W4210343730","https://openalex.org/W1483082204","https://openalex.org/W2980924476","https://openalex.org/W1941871660","https://openalex.org/W3134930408","https://openalex.org/W2565766072"],"abstract_inverted_index":{"This":[0],"paper":[1],"proposes":[2],"a":[3,66],"measurement":[4],"model":[5,59,75],"for":[6,38],"evaluating":[7],"e-government":[8,44,85],"service":[9,26,56],"quality,":[10],"and":[11,22,53,105,128],"generates":[12],"quality":[13,57,122],"indicators":[14],"to":[15,76],"assist":[16],"practitioners":[17],"in":[18,131],"identifying":[19],"the":[20,39,49,58,61,71,77,80,89,99,107,110,119,134,144],"strong":[21],"weak":[23],"points":[24],"of":[25,35,41,51,79,92,109,143],"delivery.":[27],"The":[28,113],"statistical":[29],"sample":[30],"is":[31,118],"based":[32],"on":[33,55],"questionnaires":[34],"citizens\u2019":[36],"preferences":[37],"evaluation":[40,78,141],"an":[42],"ideal":[43],"site.":[45],"To":[46,87],"accurately":[47],"evaluate":[48],"influence":[50],"criteria":[52,142],"sub-criteria":[54],"applies":[60],"Analytic":[62,100],"Hierarchy":[63],"Process":[64,102],"(AHP)":[65],"multi-criteria":[67],"decision-making":[68],"method.":[69],"Finally,":[70],"authors":[72],"apply":[73,98],"their":[74],"six":[81],"most":[82,120],"popular":[83],"Greek":[84],"sites.":[86],"test":[88],"possible":[90],"existence":[91],"interrelationships":[93],"among":[94],"criteria,":[95],"they":[96],"also":[97],"Network":[101],"(ANP)":[103],"method":[104],"compare":[106],"results":[108,114],"two":[111],"methods.":[112],"show":[115],"that":[116],"\u2018Reliability\u2019":[117],"important":[121],"criterion,":[123],"with":[124],"\u2018Citizen":[125],"Support\u2019,":[126],"\u2018Trust\u2019,":[127],"\u2018Efficiency\u2019":[129],"following":[130],"importance.":[132],"Furthermore,":[133],"case":[135],"study":[136],"revealed":[137],"no":[138],"interrelations":[139],"between":[140],"model.":[145]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":1}],"updated_date":"2026-07-22T07:51:19.307946","created_date":"2025-10-10T00:00:00"}
